Service Manager II
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Do you want to be part of a talented and supportive team? Do you enjoy working with customers? Do you love sports & music? Are you someone who thrives in dealing with customer service issues? Are you a creative problem solver? Do you stay calm when challenged with a problem from an upset customer? Do you want to work for a fun, fast growing company where you can learn a lot? If so, then we may have the job for you to join our team as a Service Manager.
The Service Manager will work on our Client Relations team and provide customer service and support to our large client base, network of ticket sellers and in-house sales team. The role will be primarily be working with our customers via phone and email to resolve any issues, while also working with our network of ticket sellers. We service a few hundred thousand customers annually, so we need someone who has thick skin and is not easily rattled when problems do arise. You will need to be someone who appreciates the client and takes pride in providing a high-level of customer service.
This role will work with our existing Client Relations team, and require some regular evening and/or weekend shifts. Will also require some on-call weekends.
Who you are:- A talented and experienced customer service rep who is calm, composed, and can tolerate conflict
- A hard-working, responsible, and dependable person with a positive attitude
- An exceptional listener and communicator
- Enthusiastic about making the client experience positively memorable while winning others over
- A confident multi-tasker who is organized and detail-oriented
- An intelligent, creative decision-maker focused on client retention
- Support Client Relations team in handling shared duties when necessary, including answering queue calls
- Be the point person for handling escalated issues with clients and vendors
- Support our other Service Manager, and Client Relations leadership, by handling decision-making duties when necessary
- Communicate effectively with clients, the Client Relations and Sales teams, and outside vendors
- Oversee supply chain issues including but not limited to inventory mapping errors and denied entry claims
- Address orders subject to “friendly fraud” by contacting clients and negotiating resolutions
- Process refunds for canceled events and conditional games not played
- 100% paid Medical, Dental, Vision, Life, Long-Term Disability
- PTO days + paid holidays
- 401k with employer contribution and flexible spending account
- Quarterly ticket credit to use to attend concerts & sporting events
- Free snacks and endless Starbucks coffee
- Events like bowling tournaments, video game and happy hours & many other fun office perks
To Apply:
For immediate consideration please send your resume with salary requirements. In your cover letter, please give us some examples of your deep experience in customer service. Also tell us your favorite breakfast taco, as we love to get those for the team. This Service Manager II position is one of two in our company, and is a full-time position located in Austin, TX. Applicant must be willing to work some regular evening/weekend shifts. Will also require some on-call weekends. Austin, TX area candidates only. Must be eligible to work in the US. No agencies please.
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